In this video, you will learn how to create a rotational support system with conditions in Wabb
Creating a rotating support system in WhatsApp Bot Builder (WABB) allows you to distribute customer queries evenly among your support agents. Follow these steps to set it up using condition blocks and a robot field:
1. Set Up the Robot Field
Create a robot field named "Current Agent" with a number type.
Initialize its value to 1.
2. Design the Flow
Begin with a menu block where users can select "Talk to support specialist."
Connect this option to a content block informing users that they will be assigned to a specialist.
3. Implement the Rotation Logic
Condition Block: Connect the content block to a condition block.
Check Current Agent: Set the condition to check if "Current Agent" equals 1.
Assign First Agent: If true, use an action block to assign the chat to Agent 1 (Raj).
Update Field: After assigning, update "Current Agent" by increasing its value by 1.
4. Repeat for Additional Agents
Duplicate the condition block for each agent, checking if "Current Agent" equals 2, 3, etc.
Assign chats accordingly and update the field each time.
5. Reset After Last Agent
For the last agent, after assigning, reset "Current Agent" back to 1 instead of increasing it.
6. Example with Three Agents
Agent 1 (Raj): If "Current Agent" is 1, assign and increase to 2.
Agent 2 (Arun): If "Current Agent" is 2, assign and increase to 3.
Agent 3 (Priya): If "Current Agent" is 3, assign and reset to 1.
7. Handling All Agents Busy
If all agents are busy, consider implementing a fallback mechanism to inform the user. For example, you could send a message like "All our specialists are currently busy. Please hold on, and we will connect you shortly."
8. Loop Continuation
This setup ensures that each new query cycles through your agents in order, maintaining an even distribution.
By following these steps, you can efficiently distribute customer requests among your team using WABB's flow and condition blocks. This system helps in managing workload evenly across your agents, ensuring timely responses for customers. If you have any questions or need further assistance, feel free to contact our support team through the help center.